Department: Enterprise Solution DeliveryReports to: Sr. Director, Client StrategyLocation: Remote or Hybrid (U.S.)OverviewThe Strategic Customer Success Manager (SCSM) owns the day-to-day health and growth of OneRail's program with FedEx and other strategic customers (Descartes, SAP, IBM, etc.). The SCSM is the connective tissue between our strategic relationships and OneRail - ensuring both sides have what they need to launch, operate, and scale across different partner verticals. This person works hand-in-hand with the AVP, Enterprise Solution Delivery - the program lead accountable for strategic customer growth - translating strategic customer strategy into flawless execution: managing the relationship, coordinating delivery across internal teams, removing blockers, and keeping every vertical moving forward. Success in this role means our customers see OneRail as an indispensable, easy-to-work-with partner, and OneRail captures the full growth potential of the relationship, as measured in concrete SaaS and transportation revenue dollars.
Responsibilities- Own the customer relationship. Serve as the primary day-to-day point of contact for customer stakeholders, building trusted relationships across their business and operational teams.
- Drive vertical execution. Coordinate the launch and ongoing operation of strategic customer verticals, ensuring each has the requirements, resources, and alignment needed to move forward within the agreed-to timelines.
- Partner with the program lead. Work closely with the AVP, Enterprise Solution Delivery to turn FedEx and other strategic customers' growth strategy into concrete plans, milestones, and deliverables.
- Manage requirements and expectations. Capture what the customer and OneRail each need to succeed, document requirements clearly, and hold both sides accountable to commitments and timelines.
- Orchestrate internally. Rally OneRail teams - Product, Operations, Engineering, Implementation, and Support - to deliver against customer needs, acting as the internal advocate for the customer.
- Remove blockers. Proactively identify risks and obstacles, escalate when needed, and drive issues to resolution before they impact the customer's solution.
- Track health and performance. Monitor partnership KPIs, operational metrics, and satisfaction; prepare and lead business reviews and status updates for our customer and internal leadership.
- Support growth. Surface expansion opportunities across strategic customer verticals and geographies and help build the case and plan to pursue them alongside the program lead.
Qualifications- 5+ years in customer success, partner/account management, program management, or client-facing delivery roles, ideally within logistics, supply chain, SaaS, or enterprise technology.
- Proven track record managing complex enterprise relationships and keeping multiple work streams on track simultaneously.
- A bias for action and ownership: anticipates needs, removes blockers, and follows through to resolution.
- Strong cross-functional coordination skills - comfortable driving alignment across product, operations, and engineering without direct authority.
- Excellent communication and stakeholder management, with the credibility to work with senior partners externally and internally.
- Comfort with data and technology acumen - able to track KPIs, interpret operational metrics, and translate them into clear narratives and decisions.
- Adaptability and composure in a fast-moving environment where priorities shift and ambiguity is common.
Preferred Qualifications- Experience in final-mile, last-mile, or transportation/logistics operations.
- Familiarity working with FedEx or other large carriers, retailers, or enterprise logistics partners.
- Background launching or scaling new service lines or verticals within a partnership.
- Final mile or logistics SaaS technology experience.
Work LocationRemote or Hybrid, (U.S.)
Compensation: $102,000 - $140,000 dependent upon experience + performance bonus.
